Vacancy title:
Manager, Card and ATM Operations

[Type: FULL_TIME, Industry: Banking, Category: Commercial Banks]

Jobs at:
NCBA Group

Deadline of this Job:
Friday, May 16 2025

Duty Station:
Dar es Salaam | Dar es Salaam | Tanzania

Summary
Date Posted: Monday, May 12 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Job Purpose:
The Manager, Card and ATM Operations is responsible for overseeing and managing Card Production, Customer Service, and Channel Support Operations as outlined in the Bank’s Service Level Agreement. The role involves close collaboration with both in-country and SSC process and product owners to ensure seamless card delivery, distribution, and usage. Additionally, the incumbent will manage card business performance reporting and support card sales in conjunction with SSC. The role also supports channel operations in NCBA Tanzania.

Key Responsibilities & Time Allocation:

1. Card Operations (Time spent: 30%)
   • Ensuring consistently high-quality card operations.
   • Managing adequate risk mitigation strategies.
   • Leading the unit, fostering a conducive work environment, and ensuring employee satisfaction.
   • Ensuring the effective structure and systems for card operations, compliance, and cost containment.
   • Building strong relationships with cardholders and departments.
2. Customer Service & Channel Support (Time spent: 25%)
   • Managing in-house card and PIN production.
   • Reconciling card and ATM operations.
   • Ensuring timely distribution of cards across branches.
   • Monitoring channel availability and performance.
   • Managing relationships with the Bank of Tanzania, card industry regulators, and other stakeholders.
3. Performance & Process Management (Time spent: 20%)
   • Managing card and ATM customer queries and complaints.
   • Performing monthly reviews of the channel’s performance, ensuring it meets service level agreements (SLAs).
   • Reviewing and improving processes and procedures for card operations.
4. Training & Development (Time spent: 10%)
   • Planning and facilitating staff training to ensure competence and succession planning.
   • Providing staff performance reviews within set timelines.
5. Financial Oversight (Time spent: 15%)
   • Monitoring card and ATM-related income and expenditure.
   • Preparing monthly business MIS reports on profitability and trends.
   • Managing and reviewing card and ATM suspense accounts.

Key Result Areas:

• People: Employee satisfaction, retention, and competence development.
• Customer Focus: High standards for customer service, Net Promoter Scores, and customer surveys.
• Business Systems & Infrastructure: Efficiency in resource utilization, compliance with Visa requirements, and productivity standards.
• Financial: Managing costs, profitability, and identifying areas of opportunity in card operations.

Decision-Making Authority:

The position holder has the authority to allocate resources, recommend waivers for card charges, negotiate with stakeholders, and suggest improvements in customer service delivery.

Financial Responsibility:

The role includes responsibility for OPEX, CAPEX, and managing non-cash resources like stocks and equipment related to card operations.

Relationship Management:

The incumbent will liaise with both internal stakeholders, such as the business head and service quality teams, and external parties like Visa, Oberthur/IDEMIA, other issuers and acquirers.

Process Management:

The role involves designing, reviewing, and amending processes related to card and channel support.

Core Value Behaviors:

• Confident: Self-assured, bold, and consistent in delivering high standards.
• Comfortable: Resilient under pressure, open to feedback, and reliable.
• Elegant: Effortlessly delivers excellence and demonstrates grace in all interactions.
• Prestige: Proud of their work, treating others with respect and contributing significantly to the organization’s image.

Competence Requirements:

• Leadership, performance management, and organizational development to optimize employee productivity and card operations.
• Extensive knowledge of card business practices, Visa regulations, and risk management.
• Strong interpersonal and communication skills to manage customer and stakeholder relationships.
• Proficiency in banking policies, processes, and compliance standards.

Qualification and Experience Requirements:

• University degree.
• Seven years of experience in card and channel business.
• Extensive knowledge in card business areas (Issuing, Acquiring, Credit, Operations, Risk, and Fraud Management).
• Full knowledge of Visa Rules, Compliance Regulations, and Visa Claims Resolutions.
• Working knowledge of e-channel management.

Work Hours: 8

Experience in Months: 84

Level of Education: bachelor degree

Job application procedure

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